What is the point in the Motor Ombudsman?
My daughter had a 2016 Nissan Juke that went into a Nissan dealership for a fault. They handed the car back and it would not start, so they asked us to leave it with them. They replaced an ECU and charged £750. It later transpired that this did not need replacing and the fault was elsewhere. My daughter asked for her money back but was refused. She took it to the Motor Ombudsman, who took up her case. After 18 months the Motor Ombudsman said that as it was 18 months since the incident the dealer refused to pay. What is the point of the Motor Ombudsman if they fail you in this way?
Asked on 27 June 2023 by Tony Wilson
![](http://images.honestjohn.co.uk/imagecache/file/pad/120x120/media/10703009/david-polaroid.jpg)
Thank you for your message. Sadly your case is not uncommon - a quick look at reviews for the Motor Ombudsman on TrustPilot shows many people with similar complaints. Indeed, in our personal experience when things have gone wrong with a car purchase, it has been next to useless, not replying to emails, getting facts wrong and not dealing properly with complaints. It's basically a waste of time.
Despite being labelled as an ombudsman, the Motor Ombudsman is not a government backed body, it is simply a private sector organisation which is funded by its members. Those members include vehicle manufacturers, warranty product providers, franchised dealers, independent garages, networks and bodyshops. Given that fact, it's very difficult to see how it can be impartial when it comes to disputes between its members and car owners.
We strongly recommend against using the Motoring Ombudsman. Citizens Advice and Trading Standards are far more helpful.
Despite being labelled as an ombudsman, the Motor Ombudsman is not a government backed body, it is simply a private sector organisation which is funded by its members. Those members include vehicle manufacturers, warranty product providers, franchised dealers, independent garages, networks and bodyshops. Given that fact, it's very difficult to see how it can be impartial when it comes to disputes between its members and car owners.
We strongly recommend against using the Motoring Ombudsman. Citizens Advice and Trading Standards are far more helpful.
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